Quality Assurance Manager

Overview of Job Responsibilities

The Quality Assurance Manager manages and oversees the Quality Assurance Assistant Manager and a team of Quality Assurance Supervisors by delegating tasks, evaluating their performance, and aiding in their career development. He manages the overall operations of the Quality Assurance department as well as the establishment and implementation of departmental policies, procedures and systems as directed by Management and the Training and Quality Assurance Director. Review data generated by Quality Assurance staff and oversees the generation of Quality Assurance related reports for perusal of call center operations accounts/programs, clients and other parties. Lastly, he maintains high involvement and interaction with Management, other internal departments and clients.

Essential Responsibilities and Deliverables

Function Specific:   

• Designs and implements departmental action plans, policies and procedures as directed by Management and Training and Quality Assurance Director. Coordinates with other departments for calibration and support as necessary. Ensures the efficiency of the Quality Assurance Department by driving for the timely delivery of accurate data
• Attends and / or facilitates conference calls and meetings with clients, Quality Assurance staff, or other internal departments regarding Quality Assurance data and issues. Spearheads and / or attend meetings and conference calls to ensure accurate dissemination of Quality Assurance specific items
• Oversee the generation and finalizes reports drafted on Quality Assurance matters before forwarding and delivery to the requisitioning department / program / account. Oversee the proper collation of data provided by various parties. Makes recommendations as required by the department / program / account to address Quality Assurance specific issues / concerns. Ensures that reports are accurately processed, delivered and documented following departmental and company policies.
• Keeps abreast on departmental morale as derived from discussions with Quality Assurance staff. Maintains an atmosphere of open communication by scheduling regular group discussions with the Quality Assurance staff to illicit information on needs, requests and issues currently faced. Designs and follows-through on recommendations to address and rectify such issues.
• Analyzes the account performance based on, but not limited to, quality monitoring, customer feedback, First Call Resolution, Average Handling Time, etc.
• Develops and maintains reports that enable the management of continuous performance improvement and operational excellence
• Recommends process standard to ensure consistent methodology

Leadership and Management:

·      Adopt and develop a management style of engagement, professionalism and openness.

·      Develop and communicate a clear vision of the business goals to drive results.

·      Build relationships with employees; establish rapport, trust and credibility

·   Evaluate and develop team members to align capabilities with roles business needs and career development.

·      Maintain clarity of and communicate the company's vision and values

·      Facilitate communication and collaboration within the function and across Harte Hanks

·     Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.

• Leads/Manages all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes
• Manage and monitor senior business analysts and claim system development, enhancements, process and system procedure guides.

Supervision:

·      Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards. 

·    Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff. 

·      Plans organizational structure and job content. 

·      Perform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations

·      Make training recommendations to ensure team members succeed

·      Monitor Tele sales team telephone Calls and provide feedback, counseling and coaching as required to ensure customer satisfaction and service remains high

·      Develop motivational and team building activities to maintain morale

• Oversee the day-to-day operations of the Quality Assurance department. Monitors and follows up tasks delegated to Quality Assurance Assistant Manager and the Quality Assurance Supervisors that directly affect the productivity, efficiency, and expediency of department operations for both client-specific concerns as well as general department / company concerns

Critical Working Relationships

• Designs structural changes for the Quality Assurance department aimed at improving efficiency and productivity of its services, in cooperation with the Human Resources, and the Organizational Development Team. Designs improvements to departmental structures geared at providing career opportunities and growth for Quality Assurance staff.
• Maintains open communications with all internal departments and call center operation accounts / programs. Ensure that requirements of each party are clearly defined and expediently addressed and oversee the proper channeling of information between parties. Sets clear expectations on action plans, processes, procedures, and deadlines for each deliverable
• Assist in problem-solving related topics between user departments, service departments and vendors

Qualifications, Knowledge, and Skills

Education:

·      Bachelor's degree in any field / course but preferably Statistics or Industrial Engineering

Experience:

·      3-5 years Quality Assurance / Control experience in a Managerial / Senior Managerial capacity, preferably within the call center, customer service, or any human capital-intensive organization (i.e. manufacturing)

·      Preferably with Six Sigma certification and/or In Search of International Organization for Standardization experience

·      1-3 years experience in process improvement methodology

·      3-5 years experience leading teams

·      1-3 years experience in project management methodology

·      3-5 years experience in call center industry

  Knowledge/Skills:

·      Working knowledge and technical understanding of Quality Assurance / Control principles, concepts, and practices preferably within the call center, business process or customer service industry.

·      General / basic knowledge of call center operations and organization.

·      Proficiency with Microsoft Office applications, I.e. Microsoft Word, Excel

·      Strong supervisory and people management skills

·      Time and project management skills

·      Excellent oral and written communication skills.

·      Good problem solving, decision making and analytical skills Required skills: leadership, team management, problem solving, project management, root cause analysis, communication skills, capacity planning

·      Six Sigma Green Belt training/certification highly desirable

·      Preferably COPC training certified (High Performance Management Techniques, Root Cause, Quality)

·      Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook)

·      Knowledge of Visio and Minitab highly desirable

Measures of Performance

·      Demonstrate ability to hire, retain and lead a high-performance team

·      Customer satisfaction

·      Account sales growth

Personal Attributes

·      Fluency in the English language

·      Adaptive to changing work schedules and working hours. Strong customer orientation

• ·      Ability to manage multiple deadlines